Microsoft Certified:

Dynamics 365 for Customer Service Functional Consultant Associate

Microsoft Dynamics 365 for Customer Service Functional Consultants build CX solutions that are fast, agile, and leverage AI to drive actionable insights that anticipate customer needs.

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Recommended approach

Step 1: Review the skills and knowledge required to certify.

Step 2: Train for certification exams.*

Step 3: Take a practice exam.

  • Microsoft Official Practice Tests are coming soon

Step 4: Schedule your exam and get certified.

*Classroom and online training options will be added when available.

Required exams

Image of Exam-MB-200

Exam MB-200: Dynamics 365 Customer Engagement Core

Image of Exam-MB-230

Exam MB-230: Dynamics 365 for Customer Service


Skills and knowledge

Candidates who earn a Dynamics 365 for Customer Service Functional Consultant certification are verified by Microsoft to have the following skills and knowledge.

Create and validate documentation
  • create high-level entity relationship diagram
  • create and document mock-ups
  • identify document data for migration and integration
  • determine out of the box (OOB) functionality
  • validate functional requirements
  • select artifacts necessary for a proof of concept (POC) of functional solution designs
Perform continuous collaboration with customer
  • identify collaboration tools
  • perform an audit
  • identify artifacts to be recorded in change logs
  • select between managed and unmanaged solutions
  • identify components for entities
Create and configure apps
  • configure settings to meet minimal capabilities
  • configure out of the box and custom items to meet minimal capabilities specified
  • create and configure dashboards
  • create and configure forms
  • create and configure charts
  • create and manage reports
  • create and configure views
  • design site map
  • export or Import Field Translation
  • configure mobile settings
Create and configure templates
  • identify available templates in Dynamics 365
  • create email templates
  • create Excel templates
  • create Word templates
Create and manage processes
  • configure a business rule
  • configure a business process flow
  • configure a workflow
Modify an existing data model
  • create new or an modify existing entity
  • create new or modify existing relationships
  • create new or modify existing fields
  • manage accounts and contacts
Import and export data
  • import data by using the import data wizard
  • export data from Dynamics 365
  • create data templates
  • choose file types to upload into system
  • identify Source Fields to Dynamics 365 Fields mapping
  • save mappings to template
Manage data
  • perform data cleanup
  • mitigate data loading risks
  • mitigate excessive database growth
  • configure bulk record deletion
  • configure duplicate detection setting
Configure security in Office 365
  • identify Dynamics 365 security role assignments
  • add users to Security Group Administration
Configure security settings
  • manage security roles
  • manage users
  • manage teams
  • create and manage field security profiles
  • configure hierarchy security
Configure Outlook add-in
  • identify required client software requirements
  • identify required server software requirements
  • configure Server-Side Sync
  • develop a plan to deploy Outlook App to users
  • perform unit testing
  • identify minimum application and operation system environments
Configure email integration
  • configure email mailboxes
  • configure email protocols
  • configure email settings
  • enable server-side synchronization
  • enable Dynamics 365 App for Outlook
Integrate with Office 365
  • determine enabled Office 365 capabilities
  • design SharePoint online folder configuration architecture
  • create SharePoint sites and document locations
  • integrate OneNote, integrate OneDrive for Business
  • configure integration with the Office 365 toolset
  • validate integrity of data in SharePoint
  • integrate data by using Excel data online
Create, configure, and maintain Microsoft Flows
  • create service connections
  • configure source and target fields
  • create, validate, and execute Microsoft Flow logic
  • share flows with other users
Manage environments
  • determine whether to use managed or unmanaged solution
  • determine subcomponents to include in solution
  • create or use a custom publisher
  • migrate from sandbox environments
  • administer environments
  • configure environments
Manage applications
  • manage applications using the Dynamics 365 Administration Center
  • manage Dynamics 365 applications using solutions
Perform system administration
  • configure connection roles
  • configure language and locales
  • configure currencies
  • configure subjects
  • configure custom help
  • configure session and inactivity timeouts
  • manage global audit settings
  • configure audit user access
  • manage audit logs
  • manage entity and field auditing
  • configure relevant search
  • configure QuickFind settings
  • configure categorized search
Perform quality assurance
  • create system, performance, unit, and regression testing scripts
  • perform performance tuning
  • perform optimization testing
  • verify network capacity and throughput by using the Dynamics 365 Diagnostics Tool
  • perform data query performance
Manage solutions
  • create solutions
  • export solutions
  • import solutions
  • distribute solutions and patches
Configure Service Management settings
  • describe process of record creation and update rules
  • configure queues
  • configure holiday schedule
  • configure customer service schedule
  • configure user work hours
  • configure categories and subjects
  • configure cases
  • configure customer service security roles
  • configure goal management components
  • create routing rules
  • configure services
Configure processes
  • configure custom business process flows
  • implement business process flows from Microsoft AppSource
Create and configure customer service visualizations
  • configure customer service content pack for Power BI
  • configure customer service dashboards
  • design and create customer service charts
  • execute and analyze customer service reports
Create and manage cases
  • manage case list
  • create and search for case records
  • convert activities to cases
  • perform case resolution
  • implement case routing rules
  • implement parent-child cases
  • merge cases
  • configure status reason transitions
Create and manage the knowledge base
  • configure entities for knowledge management
  • link an article with a case
  • use the knowledge base to resolve cases
  • create and manage knowledge base article lifecycle
  • create and manage knowledge base articles
  • search for articles
Create and manage queues
  • differentiate queue types
  • add cases and activities to queues
  • implement case routing
  • configure entities for queues
  • configure queue email settings
  • configure record creation and update rules
Create and manage entitlements
  • define and create entitlements
  • manage entitlement templates
  • activate and deactivate entitlements
  • renew or cancel an entitlement
  • assign an entitlement to a case
Create and manage SLAs
  • determine SLA conditions
  • define and create SLAs
  • implement actions and details
  • use SLAs on-demand
  • manage cases with SLAs
  • create and manage SLA items
Create surveys
  • create a theme and upload images
  • add pages to a survey and personalize data
  • identify survey question types
  • add survey questions
  • identify respondent types
  • configure response routing
  • configure survey scoring
  • configure survey subscription options
Preview, test, and publish surveys
  • distribute survey link using email
  • embed a survey in a web page
  • clone, import, and translate surveys
Manage survey responses
  • summarize survey results
  • determine report types
  • implement workflow conditional logic for survey actions
  • create business actions based upon survey responses